The customer journey user interface summarizes the recent data view for an interaction. To retrieve the customer journey, you can filter customer identifiers by date. The journey details provide transcripts of previous chat, messaging, email, and Facebook messaging conversations.

The Customer Journey widget supports the tracking interaction history and journey data for active customer interaction. The data displayed in the top timeline view, middle timeline view, and the journey details are configured in the administration interface.

Sections on the widget

• Filter: Filters data based on channels. The widget displays the interaction for the channel selected in the Select Channels list.

• Graph: Consists of the following timelines:

  • Top timeline: Displays data of the interactions of the end customer with a contact center. The timeline shows unique interactions and the channels through which it was created. The interactions are organized in a time range. The top line shows the year, and the bottom line shows the month. You can select an interaction and drag through the timeline for further details. The current interaction is labeled as Now.

  • Middle timeline: Displays a zoomed view of the top timeline. The range of the data is calculated based on the range selected in the top swimlane. The data in the middle swimlane is dynamic and keeps changing with the movement of the brush and the filters.

• Journey Details: Displays details on an interaction in the middle timeline. The current interaction is always in the first row, followed by the data selected on the top timeline. The widget displays the latest data on top and then the older data. The journey details also include the date and time of the interaction. Transfer indicator and the count. A transcript of the conversation is also available for the completed interactions.